Customer Relationship Manager

Salary: $24–27 per hour. Pay may vary based on experience, skills, education, and location. Job Summary This role maintains relationships and favorable contacts with current accounts/patients and ensures patients have the required equipment to support their home healthcare needs. Essential Duties and Responsibilities Acts as a single point of contact for specific accounts. Responds to customer needs, concerns, and complaints in a timely manner. Consults with clients and referral sources on products and necessary equipment. Obtains all documentation to be scanned and batched at the branch. Manages all follow‑up functions with the account post setup. Oversees all transactions coming from specific accounts, including all referral sources. Obtains all required documentation for orders to be entered into the system, service scheduling and billing/payment. Contacts patients to confirm orders and communicates any financial obligations before referral for delivery/service scheduling. Assesses patient needs and promotes company products/services at office visits, as appropriate. Proactively resolves issues by anticipating problems and coordinating appropriate solutions. Troubleshoots any issues that may arise with medical groups and relevant on‑site departments. Assists medical groups and/or other provider groups to understand products and services under the contract. Assists in the utilization process and in transitioning members related to capitation switch outs. Coordinates patient services with physicians and medical groups. Identifies and develops strategic relationships within the institution to enhance patient care. Participates in the institution’s quality assurance/performance improvement initiatives as requested. Performs timely follow‑up on initial/renewal authorizations to maintain reimbursement of products/services. Performs follow‑up on outstanding CMNs, renewal CMNs, and prescriptions. May instruct patients on the basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment/services in accordance with training and state licensure limitations. Responds to emergency calls and related needs during regular business hours and on an on‑call basis. Works with the Customer Care Center and/or Branch Customer Service Team on timely discharges. Operates a personally owned vehicle (POV) in accordance with job functions. Sets up and delivers home healthcare products and services. Performs other duties as required. Minimum Required Qualifications Education and Experience High school diploma required. At least 2 years of related experience. Minimum age 21 at time of hire. Demonstrated ability to build and maintain solid working relationships with internal and external customers. Will comply with all POV requirements for safe and compliant use of POVs. Will participate in and complete ongoing training and development to remain qualified. Geographically located within the assigned territory. Certificates, Licenses, Registrations or Professional Designations Valid driver’s license required. Skills, Knowledge, and Abilities Business acumen. Problem solving/analysis. Communication proficiency. Personal effectiveness/credibility. Computer Skills Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word. Language Skills English (reading, writing, verbal). Mathematical Skills Basic mathematical proficiency; strong ability to understand, interpret and develop spreadsheet data. Physical Demands While performing duties, employee uses hands for finger, handle or feel objects, tools or controls; reaches with hands and arms; stoops, kneels, or crouches; talks or hears; uses computer and telephone equipment. Must be able to travel by plane and automobile if required. Requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping; occasionally lifts up to 25 lbs, occasionally up to 40 lbs. Work Environment Employee rarely exposed to fumes or airborne particles, toxic or caustic chemicals. Noise level usually low to moderate. Must inspect and safely operate a motor vehicle during varying weather conditions. May require exposure to dust, mists, odors. Temperature varies; lighting via fluorescent indoor, natural outdoor. May require vaccinations and PPE. Benefits Medical, dental, and vision coverage. Paid time off. 401(k) plan. Flexible spending accounts. Basic life insurance. Short‑and long‑term disability coverage. Accident insurance. Teammate assistance program. Paid parental leave. Domestic partner benefits. Mental, physical, and financial well‑being programs. Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law. #J-18808-Ljbffr